Creating Patient - Centered

Employees in Health Care

Dr. G. Natchiar
Vice Chairman

ARAVIND EYE CARE SYSTEM

A RAVIND E YE H OSPITAL
& Postgraduate Institute of Ophthalmology
Madurai, India
Patient is external

customer of any

Health Care

Institute

Patient should

have a pleasant

experience from

entering the

hospital to exit of

the hospital

A R A V I N D E Y E C A R E S Y S T E M
 • What makes hospitals patient
centered?
− Values & cultures of the organisation
− Human Resources
− Quality of Delivery of the service
− Quality of treatment
− Compassion
− Empathy
− Behavior of the Employee in the hospital
− How to treat other employees when
patients watching
− Handling of the situation

A R A V I N D E Y E C A R E S Y S T E M
What makes hospitals patient
centered?
• System Management

• Environment, Leadership

A R A V I N D E Y E C A R E S Y S T E M
 Mission & Vision of the
Organisation

• To eradicate needless blindness

by providing appropriate,
compassionate and high quality
eye care to all

A R A V I N D E Y E C A R E S Y S T E M
 Leadership Role in Human
Resource
• Checking at the ground level of the entire level of
the process
• Since every organisation is made up of people,
acquiring their services, developing their skills,
motivating them to higher levels of performance
and ensuring that they continue to maintain their
commitment to the organisation are essential to
achieving organisational objectives.

A R A V I N D E Y E C A R E S Y S T E M
 Need Assessment

Man power planning

Human
Resource Recruitment
activity
Orientation

Training

Continue to Maintain

Well-being of the Employee

Well- being of the organisation

A R A V I N D E Y E C A R E S Y S T E M
 Good Seed Bad Seed

Recruitment
Process
Good Plant Bad Plant
It is a Key
Factor

A R A V I N D E Y E C A R E S Y S T E M
Recruit right person Recruit Wrong person

Bad employee
Good employee

A R A V I N D E Y E C A R E S Y S T E M
 Code of Conduct

Knowledge and skills can be

acquired or transferred by various
ways but attitude is very difficult to
be taught- It should be inborn are it
should be inculcated right from birth

A R A V I N D E Y E C A R E S Y S T E M
Good Heritage of the seed Bad Heritage of the seed

Good quality plant

Bad quality of the plant

A R A V I N D E Y E C A R E S Y S T E M
Good Family Background Bad Family Background
with values with not good values

Right attitude employee Wrong attitude

employee

A R A V I N D E Y E C A R E S Y S T E M
Plant Development Employee Development
• Preparation of soil • Recruitment
• Seed • Orientation programme
• Plantation • Training
• Watering • Develop the individual
• Manure • Take care of the well-being
• Maintenance & Evaluation • Evaluation, appraisal and
CME

A R A V I N D E Y E C A R E S Y S T E M
 Leadership Role in Human
Resource
• Connect your self to all employees

• And employees should have access

to you (Leadership rounding)

A R A V I N D E Y E C A R E S Y S T E M
 Crisis Management
Taking the weeds out Eliminating
when ever necessary bad employee

A R A V I N D E Y E C A R E S Y S T E M
 Building culture in the employee and
also in the organisation
Modesty

Technology ?
Sincerity
Inner and outer
discipline Systems & Power ?
Procedures

Money ? Team work

Volume ? Senior
Spirituality people ?
Conservatism
Service ?

Consistent & Dedication

Constant growth
 Happy Plant Happy Employee

Happy Farmer Happy Organisation